My CEO Life

One issue we came across the other day was about how to set customer expectations.

As a rapid growth company, you are constantly developing new products and you have customers constantly wanting things tailored to their own requirements.  If we were selling one off items – no problems.  How ever, we sell high volume low value online products that cant be tailored.

Therefore the challenge with a 100+ person sales force is ensuring that the sales guys don’t commit the business to doing things that the business doesn’t plan to do.  This really comes down to their ability to say “no” and still get the order without a fear of losing the customer.

At the end of the day communication about the product set (and its future) and education are the keys to this.  I guess we just need to work more on those two areas.

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3. Poor Customer Service from AOL

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